Sebenza Qandasne Twala
Cape Town
Summary
Knowledgeable customer service management professional successful at improving team productivity, reducing escalated calls and increasing customer satisfaction scores. Flexible customer service professional with 5 years of success in resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and arranging appropriate service CONTACT Supportive team player, well-versed in providing helpful service across multiple platforms to retain clients
Overview
1
1
Certification
8
8
years of professional experience
Work History
Comolaints Handler
Teleperformance
Cape Town
01.2026 - Current
- Manage client grievances regarding vehicle financing, insurance, and lease agreements.
- Handled inbound customer calls for Teleperformance contact center support
- Resolved service inquiries using client scripts and knowledge base
- Documented case details in CRM and ticketing systems
Customer Service Representative
WNS Global
Cape Town
01.2025 - 12.2025
- Assisted customers with product-related questions, feedback, and complaints to enhance their experience.
- Resolved service issues promptly, contributing to maximised customer satisfaction.
- Managed inbound customer service calls, resolving queries and complaints efficiently to maintain high satisfaction levels.
Quality Assessor
Ignition Group
Cape Town
05.2023 - 12.2024
- Assessed completed batch records, evaluating successes and highlighting areas requiring quality improvements.
- Formulated audit reports of gathered data to evaluate performance of process against defined criteria.
- Implemented quality control measures that resulted in a 20% reduction in product defects within the first year.
- Performed product stability evaluations, working with meticulous attention to detail to support safe, compliant drug manufacturing processes.
Customer Service Associate
Webhelp
Cape Town
01.2022 - 12.2022
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Responded to customer emails, letters and phone calls within company's communication targets.
School Clerk
Parliament Street Primary School
Cape Town
01.2021 - 11.2021
- Efficiently managed all school and student records.
- Maintained organised calendar covering team meetings, trips and appointments.
- Tracked expenditures against budget targets and spending limits.
Customer Service Associate
Amazon
Cape Town
09.2018 - 05.2021
- Supporting customers, drivers, shippers, and Delivery Service Partners to ensure successful deliveries.
- Resolving technical tasks relating to Amazon’s website, Prime services and/or digital devices (Echo, Kindle etc.)
- Gathering intelligence to prevent any potential issues that may impact customer experience and delivery performance
Education
Secretarial Diploma - Business
Montrose Business College
Cape TownMatric - Business
KwaMhlontlo High school
MthathaMatric - Academic subjects
Skills
- Active listening
- Customer query management
- Data gathering
- Live chat management
Certification
Matric, 1995-02-01, Academic subjects
Custom Section
1977-06-18
Hobbies and Interests
Reading
Languages
- English
- Xhosa
- Zulu
Timeline
Comolaints Handler
Teleperformance
01.2026 - Current
Customer Service Representative
WNS Global
01.2025 - 12.2025
Quality Assessor
Ignition Group
05.2023 - 12.2024
Customer Service Associate
Webhelp
01.2022 - 12.2022
School Clerk
Parliament Street Primary School
01.2021 - 11.2021
Customer Service Associate
Amazon
09.2018 - 05.2021
Secretarial Diploma - Business
Montrose Business College
Matric - Business
KwaMhlontlo High school